Socialbakers: Client Success Stories

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CASE STUDIES FROM OUR EXISTING CLIENTS 2016

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LATEST SOFT DRINKS BRAND CASE STUDY

F M C G S O C I A L M E D I A B E N C H M A R K S

HOW WE HELPED KIT KAT & PURINA AUSTRALIA

CHALLENGES

• Build awareness of, and affinity for 17 different Nestlé Australia brands• Improve response time to customer queries• Track the social performance of nearly 100 competitor brands

SOLUTION

• Benchmark across the industry and also among in-house brands• Identify trends both by brand and across the industry• Build sustainable business practices and workflows• Reach the target of sending customer responses within 24 hours• Assess which content types resonate for the Fans of each brand• Identify and reward the most active community members• Save time previously spent aggregating data

“By fine-tuning our content based on Socialbakers Analytics data, Kit Kat’s Facebook has seen a 116 percent increase in our average monthly interactions.”

J A S P E R S A D U B I NSocial Media Manager

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622.6

323.1

After Socialbakers Analytics

Before Socialbakers Analytics

KitKat – Average Daily Interaction

+ 92.7%IMPROVEMENTAug 2013 to Dec 2013

Dec 2013 to Aug 2014

1017

890



Purina – Average Daily Interaction

+ 14.2%IMPROVEMENTAug 2013 to Dec 2013


25.2

32.9



Allen’s Lollies – Question Response Time

-7.7HOURS

IMPROVEMENTAug 2013 to Dec 2013


T E L E C O M S O C I A L M E D I A B E N C H M A R K S

HOW WE HELPED ORANGE

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CHALLENGES

• Connect with and monitor markets worldwide• Work with team members in other departments and help them

understand how and why to use social• Visualize data• Provide excellent customer care

SOLUTION

With Socialbakers Analytics, Orange can:

• See data from multiple platforms together on one dashboard• Quickly convey information to decision-makers• Benchmark social performance across regional pages• Compare social performance with competitors• Improve on customer engagement• Create custom label views for different regions• Generate automated reports• Compare multiple types of data on one screen• Customize the interface• Integrate Facebook Insights with other analytic data

“With Socialbakers Social Media Command Center and the data provided by Socialbakers Analytics, we are now able to produce real-time content, to monitor more effectively, and to be more engaging.”

L I O N E L F U M A D OHead of Social Media

French telecommunications giant Orange works on seamless communication both with customers and with regional teams across 29 markets. Socialbakers helps provide an answer for both.

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• Airtel Kenya is one of the biggest telecommunications firms in Kenya, and the fourth largest globally, in terms of subscriber base. Airtel Kenya boasts tens of thousands of Twitter followers and hundreds of thousands of Facebook fans, but the company did not start monitoring their performance until last year.

HOW WE HELPED AIRTEL KENYA

T E L E C O M S O C I A L M E D I A B E N C H M A R K S

HOW WE HELPED AIRTEL KENYA

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CHALLENGES

• Managing brand tone• Monitoring and improving Question Response Rate and

Question Response Time• Creating an attractive brand personality• Maintaining standards while fan base grows

SOLUTION

With Socialbakers Solutions, Airtel Kenya can:

• Get a solid understanding of their response rates and times

• Measure their progress and improvement towards goals• Effortlessly managing data as their fans and followers

increase• Manage tone by interpreting how customers react to

certain posts

“We use Socialbakers to track our performance on engagement, response rate, and response time, and improve our approach on a daily, weekly and monthly basis based on the reports that we pull on our performance.”

M U T H O N I M A I N G IManager of Brand Assets, Experiential and Digital

RESPONSE RATE

10 099 10 943 92%ANSWERS QUESTIONS


HOW WE HELPED ING BANK TÜRKIYE

SOLUTION

Adding Socialbakers Analytics to the Digital Marketing & Design team’s toolbox of ING Bank Türkiye has upped the impact their content has with audiences. A year into using Socialbakers Solutions, ING Bank Türkiye’s Facebook posts were 13.5x more engaging, on average, and their Twitter profile experienced 5x more engagement. They’re also able to keep a close eye on their performance thanks to automated reports from Socialbakers.

“Socialbakers gives us the chance to see how our content and performance directly compares to different competitors,” says Feya Tamer, Marketing Communicarions Senior VP. A large part of this capability comes from ING Bank Türkiye using Labels, which allows their team to select relevant competitors for each content idea they have. Overall, it means that they can see how each piece of content, and each campaign, will compare to key competitors.

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“Socialbakers Analytics’s detailed and accurate data gives us a more efficient way to work with our digital partners.”

F E Y Z A T A M E RMarketing Communications Senior Vice President

ING Bank Turkey – Total Interactions on Facebook

14,5x moreAVERAGE MONTHLY INTERACTIONS

Months after added into Socialbakers Analytics

1 – 3 4 – 6 7 – 9 10 – 12

ING Bank Turkey – Total Interactions on Facebook

Months after added into Socialbakers Analytics

0

500

1000

1 – 3 4 – 6 7 – 9 10 – 12


HOW WE HELPED TUI TRAVEL

CHALLENGES

TUI Travel, a group of more than 220 travel brands across 180 countries, has made social marketing - and social care - an integral part of its business strategy. Holidaymakers use social media to engage with TUI Travel's brands at all stages of their trips, from the planning process to booking to the beach to the return trip. In addition to the challenge of supporting their customers (of which they have more than 30 million holidays a year), the Group's social media team wanted to standardize and streamline their marketing across the Company's brands.

SOLUTION

Powered by Socialbakers, TUI Travel representatives directly support customers on Facebook and Twitter - and fast. From answering questions about bookings to giving tips on the best local restaurants and sights, the Company's destination experts provide detailed responses to customer queries. And, they also engage their communities with relevant and fun content. Throughout, Socialbakers Analytics tracks response time and helps the team monitor core KPIs like Question Response Rate, Response Time, and overall Interactions.

“After we started using Socialbakers, TUI was able to improve customer care. For example, our Dutch brand Arke is now able to respond to customer questions on Facebook not in hours but in minutes.”A M Y B R I XEuropean E-commerce Executive

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For more information, please contact

[email protected]

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Data & Analytics

Socialbakers: Client Success Stories